Ten minutes after you lodge a claim, someone suggests their "preferred repairer", booked for you already, so convenient. Pause. Whose interests does the *preferred* in preferred repairer serve? Here's where you actually stand in NSW, on both claim routes.
Route 1: you're not at fault, claiming against their insurer
This is the strong position. The at-fault insurer owes you compensation for your loss: it doesn't own your repair. You're generally entitled to have your car repaired properly at a repairer of your choosing, at reasonable market rates. Their leverage is about *cost reasonableness*, not about conscripting your car into their network. This is the route Crash Assist runs, with repairs at our own repair facilities.
Route 2: claiming on your own comprehensive policy
Now it's contractual. Your PDS decides:
- Some policies include choice of repairer as standard; others sell it as an optional extra worth checking at renewal
- Without it, the insurer can generally direct the repair to its network shop and limit payment to its assessed cost elsewhere
- The Motor Vehicle Insurance and Repair Industry Code of Conduct governs insurer-repairer dealings nationally, including assessment and authorisation conduct, useful context if a dispute turns procedural
Why the steer happens
Network shops agree to insurer pricing, parts policies and turnaround targets. That's not automatically bad work, but the commercial gravity is cost, and cost pressure shows up as repair-versus-replace calls, non-genuine panels where permitted, and time targets. Your interest is a car restored to its pre-accident condition; make sure whoever repairs it answers to that.
How to exercise your choice cleanly
- 1 Say it early: "my car goes to [name]" in the first call, and in writing after
- 2 Don't sign repair authorisations for a shop you didn't choose
- 3 On an own-policy claim, get your repairer's assessment in before arguing about anyone else's quote. On a recovery claim with us, that's our job.
- 4 Watch the tow destination: cars have a way of being towed 'temporarily' into network yards; you control the authorisation
- 5 If it turns into a standoff on an own-policy claim, ask for the refusal in writing against your PDS wording
Our obvious bias, declared
We're a repairer, so of course we think the shop matters. But the reasoning stands on its own: the repairer you choose works for you; a network shop works for its volume agreement. Ours comes with manufacturer-standard methods and a lifetime workmanship guarantee. Judge the offer yourself.
Quick answers
Can the at-fault insurer force me into their repairer?
Generally no. As a third-party claimant you're not bound by their network arrangements. Their legitimate ground is challenging costs that are unreasonable, which documented, market-rate quotes answer.
Do I have to get two or three quotes?
No, there's no law requiring it. On a third-party recovery claim you don't have to do anything: Crash Assist takes care of the quote and assessment so you're not running around chasing quotes yourself.
Can I move my car if it's already at their preferred shop?
Before repairs are authorised and started, usually yes: get the state of play in writing, don't sign an authorisation, and arrange the transfer. Once teardown or repair has begun it gets messier, so act quickly. Call us and we'll coordinate it.
About this guide: general information for NSW drivers, prepared by the Crash Assist team, not legal, financial or insurance advice. Accidents turn on their facts; for an answer specific to yours, get in touch, it costs nothing to ask.